The concierge asks two questions: whether the patient has been to the clinic before, and what they'd like help with. They can type it however they'd normally say it, or tap one or more concerns. What they type is matched on our server against the words patients actually use, and the answer comes back as the one consultation that fits.
Consult Suite · online booking, patient routing · 2026
Online booking that starts with the patient's own words.
A booking step for aesthetic clinics. Patients describe what they'd like help with in their own words, and the concierge opens the calendar for the one consultation that fits.
Digital infrastructure for regulated Australian businesses
The right consultation, first timePatient wording never shown backBooks in the clinic's own system
01 · Brief
Patients arrive knowing what they want, and the booking menu can't use their words.
Most patients booking at an aesthetics clinic already know what they're after. A friend has described it, or they've read about it, and they arrive with a name for it.
A cosmetic clinic can't put that name on its booking menu. Treatments involving prescription-only medicines can't be advertised to the public, so the menu has to offer consultations for concerns, such as lines and wrinkles, or facial volume and contour. The patient reads the list, can't match what they want to anything on it, and many of them leave without booking.
The brief was to close that gap without publishing a single word the clinic isn't allowed to. We built the first version for Aesthetics Clinic Brisbane, a nurse-led clinic.
Scope
- Patient-language routing
- Concern-led booking step
- Booking platform connection
- Service mapping for each clinic
- Pre-approved copy on every screen
- Measurement in Google Analytics 4 (GA4)
What mattered
- The right consultation, first time
- The patient's wording stays private
- The booking finishes in the clinic's own system
- Nothing on screen the clinic can't advertise
02 · Approach
Quietly, deliberately, in order.
The patient's wording is never shown back to them, and it isn't stored. Every line on screen is copy the clinic has approved in advance, so a patient can use the name of the treatment they want and the page never repeats it.
A patient is never asked to book two appointments. If they raise several concerns, the concierge picks one starting point and names everything they mentioned in its description, so it can all be covered in the one visit. Where their words can't separate two services, it shows both and asks them to choose one.
The last step is the clinic's own booking calendar, opened at that one service. The booking, any deposit, the confirmation and the reminders all run through the clinic's system as they do now, and new and returning patients each land on the right version of the appointment.
Compliance
Designed around the advertising rules.
Cosmetic clinics in Australia work under two separate sets of advertising rules: those for registered health practitioners, and those set by the Therapeutic Goods Administration (TGA) for prescription-only medicines. The concierge was designed around both, so a patient can speak freely without the clinic publishing anything it shouldn't.
- The booking menu stays concern-led, with every consultation named for a concern.
- A patient's own words are used to choose an appointment and for nothing else. They are never displayed, confirmed or repeated.
- Every visible line is written and approved before launch. Nothing on screen is generated from what the patient typed.
- The word list the routing uses stays on our server. It isn't in the page's code, so it can't be read from the browser or indexed.
03 · Selected screens
From the finished build.
04 · Results
Results from the live tool.
Measured in Google Analytics 4 at Aesthetics Clinic Brisbane, from late July to 17 September 2026.
- 246
- patients started the concierge.
- 169
- of them (69%) reached a booking calendar.
- 103
- patients completed an online booking.
From the clinic
Patients used to ring us to ask which appointment to book, or book one that didn't quite fit and we'd sort it out on the day. Most of them knew exactly what they wanted. They just couldn't find it on our menu, because we can't list it the way they say it. Now they type it the way they'd say it to me, and they arrive booked into the right consultation.
05 · Booking systems
Works with the booking system you already use.
The concierge chooses the appointment. The booking itself always happens in the clinic's own system, so its payments, confirmations and reminders keep working as they do today.
Timely
Live in production. The calendar for the chosen service opens inside the page.
Cliniko, Pabau, Acuity and Phorest
Each provides a booking link for a single service that can open inside the page in the same way.
Fresha
Fresha doesn't allow its booking page to open inside another website, so the calendar opens in a new tab.
06 · Pricing
One setup fee, then one monthly fee.
Setup
$990 + GST
Everything above, set up, styled and live on your website.
Monthly
$29 + GST per month
Hosted by Stoneglow Digital, and updated for you whenever your consultation menu changes.
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